My husband watches TV a lot.
I watch it far less, but in the little time I do watch it, I like it to
work. The cable company came out and
installed all the new equipment. The
installer then programmed the remote control to sync with our TV. He raced through the instructions on how to
use it, because there are many features.
We couldn’t follow him, so we asked for a manual we could read to learn
how to do everything. He said, “We’ve
been out of manuals for months.” Excuse
me?
Before he left, we wanted to try using the remote for the
basic things at least. Most features
work, but not all. The installer told us
we’d have to call their office if we were not happy with the remote, because
everything they use is used equipment. He
told us that they couldn’t throw away the equipment every time someone
cancelled an account. Can they not at least
totally refurbish the equipment and test it prior to bringing it to a
customer? He told us we’d have to get
another remote from the office.
Wait a minute… Used equipment? We looked closer, and we could clearly see
that it was worn and scratched. In fact,
the first box he installed didn’t even work. He had to get a different one from
his truck, which did work.
We did contact the company and were told we had to go in
person to their office to exchange the remote since it would not turn the
television off, only on. We exchanged
the remote; brought it home, and then we discovered that on the “new” remote,
the volume didn’t work.
We put up with that for a couple weeks. Then the controller box in our bedroom
started making odd noises, and finally it “died.” We once again called the office to schedule
someone to come out.
A different, technician came out with a new box. He got it all set up for us and programmed
the remote to sync with the new box. He
went around the house making sure the phones and other TV’s and Internet
worked. Meanwhile, I decided to try the
remote. The on-off feature worked, the
volume now worked, but the sleep timer did not.
Call me fussy, but it seems if the features are offered, they should all
work. When I reported the sleep timer
problem to the technician, he said, “With these things, there’s always a tool
or two that doesn’t operate correctly.”
Then he left.
We only have the option of the one dish company or the one
cable company in our area, so it isn’t as though we have options here.
This company is a nationwide, huge company, making lots of
money. What am I missing here? Is this the new normal in customer
service? Do companies no longer take
pride in the products they sell?
In my business, if we didn’t deliver what our customers
ordered, we would have no customers. I
am glad that my company has great integrity, and we are proud of the products
we sell. I am certain there are many
other companies that provide good service and products, but it seems that the
number of companies that do not is increasing all the time. How sad.
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